Noé Gensse
Business Problem:
On the desktop version of Respond.io, users can identify which team member sent a message by their profile picture and hover over it to see their first and last name.
On the mobile app, the profile picture is very small and approximately three quarters of it is covered by the channel logo. Users cannot tap it to view the sender’s name, making it difficult to identify which human agent sent each message.
This information is essential for team members managing shared conversations, reviewing previous replies or taking over from another agent.
Desired Outcome:
  • Users can easily identify which human agent sent each message on the mobile app.
  • Tapping the agent’s profile picture or the message displays their first and last name, or their name appears directly alongside the message.
  • The channel logo does not obscure the agent’s profile picture.
Use Cases:
An agent taking over a conversation on mobile needs to identify which colleague sent a previous reply so they can follow up internally and ensure continuity for the customer.
A team manager reviewing a conversation on mobile needs to know who sent each message without switching to desktop.
Current Workaround:
Open the conversation on desktop and hover over the agent’s profile picture to view their name.

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